Insights

eBooks


Customer experiences, business process optimization, and digital transformation

Image of e-book 5-steps social strategy cover

eBOOK

5 tips to successfully manage your social media strategy

Step up your social media strategy to boost your brand reputation

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eBOOK

How to define automation success and communicate ROI

Effectively calculating ROI of automation implementations includes taking into consideration key factors such as productivity, cost savings, time savings, compliance and data quality. …

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Cover image of eBook 10 steps to launch a Work-at-Home solution

eBOOK

10 steps to launch a Work-at-Home solution

Maintain operations from an expanded, unlimited footprint

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HGS_2020_CX_Trends_UK

eBOOK

The top 10 customer experience trends of 2020 UK

As we enter into another decade, it is helpful to reflect upon how the customer experience industry has evolved and where the industry is headed.

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eBOOK

5 strategies for managing a contact center work at home solution

Industry leader HGS has developed a set of best-practice strategies to help ease the transition of remote contact center management style.

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eBOOK

Everything you need to know about Cloud Governance

This ebook provides an overview of all the key aspects to take into consideration during the implementation of a cloud governance framework.

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eBOOK

Hyper personalize the banking customer experience

…Fintechs, emerging technologies, changing demographics, and increasing customer expectations are driving a need for new value propositions and better customer service..

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Cover image of eBook 5 strategies for effectively managing a Work-at-Home solution

eBOOK

Five strategies for effectively managing a Work-at-Home solution

While your customers receive the same level of support from virtual employees that those in a contact center provide, remote workers require a different type of management style.

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eBOOK

The journey to resilience

Insurance organizations enable their customers to live life confidently, maximize financial and physical health, and improve personal resilience. The irony is that, while insurance policies are designed to…

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eBOOK

The top 10 customer experience trends of 2020

…Brands, outsourcers, and technology partners are all working hard to find ways to drive transformation, amazing CX, and efficiency….

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eBOOK

How can today’s brands win with a data-driven approach to hyper-personalization?

Hyper-personalization can have a significant impact on CX. This is supported by HGS Digital research on data-driven customer personalization, …

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eBOOK

The “everything-you-need-to-know” guide to launching text message customer service

Texting is a powerful channel to use to conduct surveys, with industry research citing a 98% open rate and a 45% response rate.

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eBOOK

The uberification of health insurance

Digital transformation for improved member experience and operational efficiency

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